CUSTOMER SOLUTIONS DESIGNER III
Posted on: May 24, 2020
CenturyLink (NYSE: CTL) is the second largest U.S. communications
provider to global enterprise customers. With customers in more
than 60 countries and an intense focus on the customer experience,
CenturyLink strives to be the worlds best networking company by
solving customers increased demand for reliable and secure
connections. The company also serves as its customers trusted
partner, helping them manage increased network and IT complexity
and providing managed network and cyber security solutions that
help protect their business.
Customer facing position reponsible for technical data gathering to
esablish the most effective design and configuring service on the
network.The Main Responsibilities
Essential Job Duties
---Provides complex conceptual and tactical solutions to customers
---Optimizes existing designs by demonstrating good judgment in
selecting methods and techniques for obtaining solutions.
---Provides training and job shadowing support to peers through:
OJT, classroom training, and job aides.
---Provides technical expertise and team leadership during
difficult scenarios affecting: order delivery success; customer
experience; and business continuity.
---Provides timely written status updates in the ordering systems
and sets appropriate jeopardy status and engages appropriate
resources to overcome obstacles which impeding order progress.
---Manages a work queue of provisioning orders, meets metric
performance for all tasks, and completes designs/configurations
on-time and with accuracy.
Behavioral & Technical:
---Develop and maintain close working relationships with key
stakeholders to understand evolving issues and requirements,
understand upstream and downstream implications and dependencies,
ensuring key solutions are executed and properly coordinated.
---Collaborative skills and use a team approach to accomplishing
---Verbal, written and interpersonal communication skills.
---Excellent negotiating and persuasive skills to lead teams
---Ability to motivate others, use good teamwork skills, including
development of interdepartmental relationships and the ability to
make complex decisions.
---Work closely across business units to implement necessary
process changes that solve problems for all CenturyLink
---Provide technical expertise and skills as needed, also providing
information for lower techs to complete tasks on their own
---Demonstrate ability to process tasks as assigned for one or more
CenturyLink IP product
---Use training, M&Ps and peer knowledge to demonstrate ability
to process tasks as assigned for incoming work
---Process orders according to SLAs, On Time Performance and
---Escalate to a higher level as needed
---Able to provision install, change and disconnect orders with a
strong focus for quality and customer care.
---Providing escalation support for lower level techs
---Respond to more complex maintenance and troubleshooting
---Manage all requirement definition for new product/process builds
working jointly with many different business units.
---Responsible for driving the business requirements throughout the
---Analyze and diagnose root cause and execute solutions for order
process issues to ensure timely problem resolution.
---Build, with stakeholders, appropriate training and documentation
around provisioning processes.
---Facilitating extremely complex, diverse and/or technical product
processing for CenturyLink products and services.
---Develop & write test use case scenarios
---Other duties as assigned
---Lead and Manage UAT across teams
---Ability to train existing staff and new hires.
---May lead monthly process update meetings for entire design
---May conduct quality audits to ensure consistent and effective
use of process.
---May provide UAT for new process or system enhancements.
---Manage strategic planning across multiple teams/stakeholders
---Act as SME for multiple Product or Processes and perform
training and support for teammatesWhat We Look For in a
---Assoc degree or equivalent education and relevant
---7-9 years related experience in specific area or equivalent.
May require technical certification.
--- Bachelor's Degree or equivalent experience in Operations,
Technology or related field
--- Experience in working in a fast-paced environment and dealing
--- Working towards Six Sigma or Lean certification
Alternate Location: US-Oklahoma-Tulsa
Requisition #: 223795
This job may require successful completion of an online assessment.
A brief description of the assessments can be viewed on our website
We are committed to providing equal employment opportunities to all
persons regardless of race, color, ancestry, citizenship, national
origin, religion, veteran status, disability, genetic
characteristic or information, age, gender, sexual orientation,
gender identity, marital status, family status, pregnancy, or other
legally protected status (collectively, protected statuses). We do
not tolerate unlawful discrimination in any employment decisions,
including recruiting, hiring, compensation, promotion, benefits,
discipline, termination, job assignments or training.
The above job definition information has been designed to indicate
the general nature and level of work performed by employees within
this classification. It is not designed to contain or be
interpreted as a comprehensive inventory of all duties,
responsibilities, and qualifications required of employees assigned
to this job. Job duties and responsibilities are subject to change
based on changing business needs and conditions.
Keywords: CenturyLink, Tulsa , CUSTOMER SOLUTIONS DESIGNER III, Other , Tulsa, Oklahoma
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